Lead and develop the End User Services function, including the IT Help Desk and related support operations, fostering a culture of responsiveness, accountability, continuous improvement, and excellent customer service.
Own the overall end user technology experience across the enterprise, with accountability for service quality, support processes, user satisfaction, knowledge management, and service delivery performance.
Establish and monitor KPIs, SLAs, operational metrics, and reporting to drive performance, identify trends, and improve support outcomes.
Develop team capabilities through coaching, training, career development, and clear performance expectations.
Ensure prompt and effective response to employee technical issues, escalations, and service requests while maintaining a high standard of professionalism and communication.
Oversee end-to-end onboarding and offboarding processes, ensuring timely provisioning, deprovisioning, access coordination, equipment readiness, and a seamless personnel experience.
Manage the administration, support, and continuous improvement of core productivity services, including email, document collaboration, and messaging.

Requirements

Strong leadership and team management skills with the ability to build trust, drive accountability, and develop high-performing support teams.
Deep knowledge of end user support operations, service desk management, endpoint administration, and employee-facing IT services.
Strong hands-on knowledge of Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and related productivity technologies.
Experience supporting enterprise collaboration platforms such as Microsoft Teams and Slack.
Strong expertise managing Windows and macOS endpoint environments in a corporate setting using MDM platforms such as Intune and Jamf.
Exceptional problem-solving, critical-thinking, and decision-making skills.
Prior experience in a regulated environment (e.g. finance, healthcare) with exposure to NIST, ISO, or similar frameworks.
Knowledgeable in secure architecture, risk management, change control, and audit response processes.
Strong communication skills: ability to interface with business stakeholders, support teams, security groups, and potentially with regulators.
Proficiency with modern IT service management (ITSM) platforms (e.g., ServiceNow, Jira Service Management) and ticketing systems.
Familiarity with scripting or automation tools (e.g., PowerShell, Python) to streamline IT processes.

Benefits

Medical Coverage: Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.
Health Savings Account (HSA): Available with eligible medical plans, offering tax advantages and employer contributions.
Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.
Dental and Vision Insurance: Plans to keep you and your family smiling and seeing clearly.
Life Insurance: Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
Long-Term /Short-Term Disability (LTD): Income protection in the event of a long-term illness or injury.
Supplemental Benefits: Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.
401(k) Retirement Plan: A competitive retirement savings plan with company matching to help you plan for the future.
Paid Time Off: Generous vacation and sick leave policies to support your time away from work.
Holidays: Enjoy 11 paid holidays throughout the year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft 365Exchange OnlineSharePoint OnlineOneDriveMicrosoft TeamsSlackWindows administrationmacOS administrationMDM platformsPowerShell

Soft Skills

leadershipteam managementproblem-solvingcritical-thinkingdecision-makingcommunicationcoachingtrainingaccountabilitycustomer service